Samanage Software

Samanage is suitable for companies seeking a help desk solution that offers IT service management (ITSM) functionalities. Samanage offers comprehensive service desk functionality that helps businesses respond to service requests in a timely manner, resulting in improved support.

Samanage is a cloud-based software offered for an annual subscription. In the system, users can manage service tickets and company assets. It also works on the go from any smartphone or tablet equipped with a web browser.

Samanage integrates with other applications, including Google Apps, Salesforce.com, OneLogin and over 140 other applications. Users can submit service tickets through either email or the inbuilt self-service portal. The portal empowers users to search for a solution independently using the system's configurable knowledge base. Customers can also submit a new request and check on the status of a pending issue.

They have been a great partner to work with bending over backwards to accommodate us in our mergers and acquisitions as we consolidated tenants and imported and exported data. They listened to our feedback and incorporated some of our ideas into their final product as well. They are a company that will work with you to get the job done the way you need it done.

Pros

This is a great ITSM. We have been with them for many years and have watched them grow. They have a lot of the features of the big name systems but without the high cost. If you are looking for an ITSM that will get the job done here it is. While it does not have all the expanded features of some of the big systems it has asset management, change management, incident management and a service catalog which is all you really need to get started. Plus they have integrations with other platforms like slack for interating with your tickets. Overall a good choice for an ITSM

Cons

The only drawback would be that they are a young company and they do not have all of the in depth features of some of the big ITSM's like Servie-now and others. But then again do you really need all that complexity?

Review Source: Capterra

Erich from Southwest Research Institute

Number of employees: 1,001-5,000 employees

Ease-of-use

Customer support

Functionality

November 2018

Samanage helpdesk

Blew our SpiceWorks helpdesk out of the water! It quickly found and inventoried our infrastructure and made it easy to attach assets to tickets and users. It's a quick, response and versatile tool that can easily scale to business needs.

Pros

SUPER easy to use and configure. Being web-based we didn't need to invest in additional hardware resources to host it ourselves and maintenance is no longer a concern.

Cons

Sometimes mousing over a user's profile to edit them was tricky.

Review Source: Capterra

David from NGC Group Inc.

Industry: Construction

Number of employees: 51-200 employees

Ease-of-use

Value for money

Customer support

Functionality

October 2018

Can say enough good things...

Pros

This has been the best decision I ever made in IT. Tickets are easy, seamless, concise, and well organized. Customer service is great, too.

Cons

Would like to see an "a la carte" option for features without having to upgrade to the next level.

Review Source

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Verified Reviewer

Number of employees: 1,001-5,000 employees

Ease-of-use

Value for money

Customer support

Functionality

October 2018

Good Out-Of-Box product for small, scalable team

We were attempting to solve the issue of ticket management in the IT department. While it was a great out-of-the-box solution, it didn't offer the unique scalability we needed and the customer service wasn't helpful in growing the product with our needs. However, I still believe that, for a small shop, this product offers the best value for the price and is a great entry-level solution.

Pros

I like that, out-of-the-box, Samanage offers great core functionality with a stable product that ties neatly into a beautiful UI for the end users. The UI is where Samanage really knocks it out of the park though. It's modern, simplistic, "forum" layout is attractive and intuitive, and chat indicators on the tickets feels like your moving from a traditional email reply into a IM chat.

Cons

There's a lot to be desired when it comes to the fine details of the service. There are specific customization options for project management and ticket automation that aren't available that we wanted in our shop. When we reached out to our support member to discuss a possible addition/fix. They advised us to post our suggestion on their feedback board and if it received enough votes they would implement it. The same suggestion was found submitted over a year ago on the board (with over 300+ votes) yet no action was taken. I was hoping for a more, collaborative answer, instead of posting on a forum board in hopes that other members validate my need for them to implement it.

Review Source: Capterra

Chad from J. J. Powell Inc / Snappy's Convenience Stores

Number of employees: 201-500 employees

Ease-of-use

Value for money

Customer support

Functionality

September 2018

Great for simple asset management

We used this prodcut to help better track our hardware and software assets. It was easy to set up!

Pros

This is very functional and easy to use. Cloud-based storage for your asset management is very convinent.

Cons

There are many features available, this occasionally makes it overhelming.

Review Source: Capterra

Spencer from MongoDB Inc.

Industry: Software / IT

Number of employees: 501-1,000 employees

Ease-of-use

Value for money

Customer support

Functionality

September 2018

Excellent software! Love it.

Pros

I like with this product is the user portal very easy to use and to unferstand for the users. I highly recommending this!

Cons

None so far. As the past months that I've been using this Im still amaze with this products because of its scopes of work.

Review Source

Malcom from CHITSA IT LLC

Industry: Software / IT

Number of employees: 1,001-5,000 employees

Ease-of-use

Value for money

Customer support

Functionality

September 2018

Experience Review with this awesome product

Pros

Everything works super smoothly and achieved all my expectation with this product. It is also extremely super easy to set up.

Cons

Emails may not work sometimes. And also Im not having a much more ability to edit when some features runs like auto-scan.

Review Source

Jonathan from REDW LLC

Number of employees: 201-500 employees

Ease-of-use

Value for money

Customer support

Functionality

September 2018

Samanage - Great Tool For Service Desks

Overall the software and the support have been a home run!

Pros

Easy to implement and manage. Clients find the portal easy to use and move around. ITIL functionality is great!

Cons

Technicians wish it had an auto refresh tool to update the queue.

Review Source: Capterra

Mike from Cornerstone University

Number of employees: 201-500 employees

Ease-of-use

Value for money

Customer support

Functionality

September 2018

Great software

Pros

Everything WORKS. We have used similar software in the past, but email notifications would SOMETIMES work, newer features were always spotty - with Samanage, everything has been rock solid. When something doesn't work, the chat support team has been phenomanal

Cons

I do wish that some fields, such as fields for hardware like "model" could be overridden with manual entry. The agent is nice, but we have certain naming conventions for separate purchases that we like to use.

Review Source: Capterra

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Verified Reviewer

Number of employees: 201-500 employees

Ease-of-use

Functionality

September 2018

Samanage review

Pros

- User Portal is easy for users to use. - Able to create sefl-service portal for common issues.- Service catalog - for routined tasks- Powerful reporting capabilities- Excellent customer service

Cons

- No option to automatically change a ticket’s status when an agent responds- Complicated groups and permissions

Review Source: Capterra

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Verified Reviewer

Number of employees: 51-200 employees

Ease-of-use

Value for money

Customer support

Functionality

September 2018

Great Value

We have been using Samanage for almost a full year now, and don't have too many complaints. It has a lot of functionality and is solving for our ticket system, inventory, and change management needs.

Pros

I love the ease-of-use. Samanage is extremely easy to set up and maintain. It's truly a simple product with beefy capabilities.

Cons

The Azure integration could be better. There are no way to properly federate departments with the current state. Notifications can get a little out of hand, and there isn't a lot of customization you can do with them. I also wish Due Dates would send notifications, but they do not, even though that seems like something pretty standard.

Review Source: Capterra

Patrick from Celldex Therapeutics

Number of employees: 51-200 employees

Ease-of-use

Value for money

Customer support

Functionality

August 2018

Samanage is an easy to use solution that makes my life so much easier

We are in the pharmaceutical industry and have implemented samanage over 2 years ago. The system is perfect and easy to use which enables users to understand the problem and submit tickets!

Pros

The ease of use. The system allows the natural flow of tickets into problems, problems into changes and the audit trail is perfect for our validation/qa friends. We love that the API is easy to intergrate and have pulled in our sharepoint system with the API to automate tasks like account creation/separation.

Cons

The system could uses a few tweaks but I think this is just growing pains. The Samanage team has been straightforward with what they are implementing and changes are being released consistently. Over the past two years of having the system, I can say the updates are wonderful and truly address issues. Not purely cosmetic.

Review Source: Capterra

Hung from Unis Hanoi

Number of employees: 201-500 employees

Ease-of-use

Value for money

Customer support

Functionality

August 2018

Easy to work with, easy to integration but need more thing for workflow

We using Samanage for service desk and inventory, from 2015, we were like the first customer, we give a lot of ideas for them to improve the product. We now using Samanage for IT, Operation and HR department, for the next time we may offer to another department like Business Office. We have the plan to do some application using Samanage API for improve reporting.

Pros

API very good, can do anything with API. We also create some own application to work with the ticket, other assets by API.

Cons

Workflow part need improve more, like we need input step, Samanage should compare with other software for workflow like Kissflow, also, user interface not very friendly for the user.

Review Source: Capterra

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Verified Reviewer

Number of employees: 51-200 employees

Ease-of-use

Value for money

Customer support

Functionality

July 2018

Very easy to use, helps ticket management

Pros

It is simple but customizable to any detailed-degree you want. It gives you everything you expect out of an incident management tool, and they are constantly improving capabilities.

Cons

There is a LOT you can do with the tool, but we found that it was best to wait for some customization until we'd gotten a fair amount of usage. We over-engineered automations at the beginning that we had to dial back because it was overkill.

Other applications that offered a cloud based solution required AD integration, which was going to be an issue for me. The main benefit is my teams located internationally share the same software package which makes it easier for me to ensure the proper processes are followed.

Pros

Samanage is cloud based which gives my international teams the ability to view and report on the same set of data without needing separate local client installs. Easy reporting tools allows me to quickly access any information regarding our inventory.

Cons

I don't have the ability to edit when the auto-scan feature runs, and I would prefer a directory structure to view assets.

Review Source: Capterra

Itzik from Kenshoo

Ease-of-use

Value for money

Customer support

Functionality

July 2018

If they have Linux support it will be perfect

Pros

it's easy to use, it has a lot of edit fathers that allow you to set it up for your organization.Also, the GUI is really nice

Cons

no client for Linux (Ubuntu) i have over 200 Linux workstations and we can't use the software with it

Review Source: Capterra

LinkedIn icon

Verified Reviewer

Number of employees: 51-200 employees

Ease-of-use

Value for money

Customer support

Functionality

July 2018

Amazing internal and external customer service portal

Asset management, asset auditing, help desk ticketing system.

Pros

Amazing help desk ticketing system, it integrates with our two email inboxes for internal and external support. Our internal employees use one address while our external clients use the other. Everything goes into the same queue and are labeled and categorized appropriately. When we comment and attach documents on a ticket via Samanage, the requester gets a nicely formatted (and extremely customizeable) email with the details.

The other great thing is the asset management software, you install the agent on any company computer/phone and it gives you an immense amount of information and auditing capabilities. It will literally tell you the manufacturer and serial number of monitors plugged in (even the laptop LCD screen!)

Also, support is great! You can chat with someone whenever you want and they're very good about either answering right away, or researching the issue and following up later.

Cons

It costs a decent amount, and depending on how many administrators you have the costs can jump up. But I will say it's well worth it for all the features you get.

Review Source: Capterra

alex from persado

Ease-of-use

Value for money

Customer support

Functionality

July 2018

simple to set up and easy

Pros

It is a setup and forget kind of software, its there when you need it and when you just dont have the bandwidth to deal with tracking this software just makes life easier

Cons

so far nothing notable, we have been using this for a while now and it just keeps track of hardware that its downloaded on.

Review Source: Capterra

Britney from Jackson Public School District

Ease-of-use

Value for money

Customer support

Functionality

July 2018

Very great experience

Tons of benefits it helps make our job easier each day because we definitely utilize this software on a daily basis.

Pros

I like being able to schedule tickets and notify the users that we're coming; this software is definitely a major part of our daily task.

Cons

n/a-I don't have anything bad to say about the software honestly..I'm glad to have it as apart of my daily job.

Review Source: Capterra

Michael from Brandt

Number of employees: 501-1,000 employees

Ease-of-use

Value for money

Customer support

Functionality

July 2018

I wish we had gone to Samanage years ago for helpdesk - we're on our way to stronger IT response.

We will gain a higher level of respect from our customer base after we show how we can keep up with their requests in a more timely manner. We will have better records for our IT HW>

Pros

Ease of use and I can use it from my phone and tablet. The Samanage Helpdesk and HW inventory tools will allow IT to keep better track of our property as well as keep user requests from slipping through the cracks.

Cons

Nothing yet.

Review Source: Capterra

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